Service Desk Manager

Job Description
Insight Global is looking for a Service Desk Manager who will be responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role oversees a team of service desk analysts, manages incident and request workflows, improves support processes, and ensures alignment with ITIL best practices and business objectives.

Key Responsibilities
Operational Leadership
• Manage day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests.
• Monitor ticket queues, assign priorities, and ensure SLA compliance.
• Develop, track, and report on service desk performance metrics (e.g., FCR, SLA adherence, customer satisfaction).
• Implement and optimize ITIL-aligned service management processes.
Team Management
• Lead, mentor, and coach service desk analysts to maintain high performance and engagement.
• Conduct regular per...